I initially pre-ordered the Samsung S25 Ultra with the trade-in program. However, when my device arrived, I decided to cancel only the trade-in and was willing to pay the difference. To my surprise, I was informed that Samsung does not allow customers to cancel only the trade-in program—instead, I was forced to cancel the entire order and re-order again, without any pre-order benefits. This policy is unreasonable and inconvenient, especially for customers who have already made a full payment.
When I called the Samsung Call Center to ask for clarification, I was simply told that this is a "new regulation and process flow." However, this new process is completely illogical from a customer standpoint, making it unnecessarily complicated and frustrating.
Unacceptable Customer Service Response
When I pointed out that this policy was unfair and would lead to losing loyal customers, the call center agent responded that Samsung is okay with losing customers and accepts if they switch to another brand. This response was shocking and completely unacceptable from a customer service perspective.
Unreasonable Refund Processing Time
Furthermore, even after canceling the order, I was informed that the refund process takes 30-45 days—which is excessively long and unreasonable for a modern company handling digital transactions. Holding a customer's money for this long, after canceling due to Samsung's restrictive policies, adds to the frustration and poor experience.
